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A Word to Air Travelers: Expect Delays!
By Lauren | April 13, 2008
American Airlines’ troubles are affecting the entire airline industry. Earlier today, I had to fly home from Florida, and was very unhappy to learn when I arrived at the airport that I had no seat on the first leg of my trip. Please understand: I had purchased my tickets four months ago for a more-than-modest price from US Airways, not American. I had no reason to expect that my flight plans would be interrupted.
When I got to the airport, I discovered otherwise. It seems that US Airways’ computers had accepted more passengers from American than their planes could actually accommodate. US Airways’ on-the-ground staff was amazing; they called for volunteers, re-routed several travelers, and got me on my way, carry-on bag and all. They were great, and I was grateful.
At the same time, a powerful lesson was reinforced for me: no company stands alone. When Bear Stearn falters, the entire banking industry is put at risk. When American Airlines fails to maintain the wiring on its planes, travelers across the U.S. (and maybe around the world) find their travel plans disrupted. At the very least, we can learn a lesson here: our business community is so interconnected that a problem with one important company is likely to affect us all.
So, a word to travelers: bring a book, some of your “gotta get to this someday” reading, or a handful of Sudoku puzzles when you travel. Until American Airlines gets its wiring problem resolved, we’re all in for a wait.
Topics: Business Ethics, customer relations |